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TABLE OF CONTENTS

WELCOME TO VTA ACCESS PARATRANSIT 3

CONTACTING VTA ACCESS PARATRANSIT 3

Address & Telephone Numbers 3

Business Hours & Online Information 4

MyACCESS Online 4

Automated Telephone System 5

ELIGIBILITY CERTIFICATION PROCESS 6

Eligibility for Young Children 7

Applying for Paratransit Eligibility 7

Two Step Application Process 8

Eligibility Determinations 8

Appeals 9

ADA Paratransit Visitor Eligibility 10

21 Day Visitors 10

ADA Regional Eligibility 10

GETTING STARTED 11

Before You Reserve Your First Trip 11

Maintaining Your Account 12

Statement Request 12

Account Closure 12

RESERVING PARATRANSIT SERVICES 12

Reserve a Paratransit Trip 12

Reserving a Return Trip 14

Subscription Service 14

Canceling a Trip 15

No-Shows 15

No-Show Appeals 18

OVERVIEW OF PARATRANSIT SERVICES 19

VTA’s ADA Paratransit Service Area 19

Inter-County Services 19

Service Hours 20

30-Minute Pick-Up Window 20

Late Vehicles 21

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Excessively Early Trips & On-Board Travel Times 21

Premium Services 22

Vehicles & Routes 23

Drivers 24

Reasonable Modifications 24

SUMMARY OF FARES AND SERVICE CHARGES 26

Fares for Paratransit Trips (Effective January 1, 2018) 26

Smart Pass Program 26

OTHER SERVICES, INFORMATION, AND POLICIES 27

Personal Care Attendants & Companions 27

Service Animals 28

Pets 28

Mobility Devices 28

Mobility Devices and Customer Safety 29

Miscellaneous Medical Equipment 30

Packages on Paratransit Vehicles 30

Replacement ID Cards & Lost and Found 30

General Polices 31

Seriously Disruptive Behavior 31

Appeal a Seriously Disruptive Behavior Suspension 32

VTA ACCESS PARATRANSIT CUSTOMER SERVICE 32

Service Satisfaction 32

Complaints about Paratransit Service 33

Compliments about Paratransit Service 33

VTA ACCESSIBLE BUS AND LIGHT RAIL SERVICES 34

Mobility Device Securement 34

VTA Customer Service 35

VTA Customer Service Assistance 35

Online Information 35

Regional Transportation Information 35 Title VI 35 Contacting the Federal Transit Administration 36

Information in the VTA ACCESS Paratransit Rider’s Guide is subject to change.

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WELCOME TO VTA ACCESS PARATRANSIT

The Americans with Disabilities Act (ADA), a civil rights law enacted in 1990, requires transit agencies to make public transportation accessible to people with disabilities. In accordance with the ADA, the Santa Clara Valley Transportation Authority (VTA) provides paratransit, an exterior door-to-exterior door service, to persons who are unable to independently use local bus or light rail services some or all of the time due to physical, visual or cognitive disabilities. VTA’s ADA paratransit is available during the same service hours and areas as local bus and light rail service. VTA’s paratransit service is operated through contractors. VTA provides direct oversight of contractors. The paratransit program has one contractor to manage the Eligibility Certification Process, and a separate contractor to provide the day to day operation including reservations, dispatch, and operators.

CONTACTING VTA ACCESS Paratransit

Address VTA ACCESS Paratransit 3331 N. First St. San Jose, CA 95134 Telephone Numbers General Administration, Customer Service, Client Accounts & Eligibility 8:00 AM to 5:00 PM Weekdays (Closed Major Holidays) VTA Customer Service (408) 321-2300 VTA Customer Service TTY (408) 321-2330 ACCESS Paratransit Mainline (408) 321-2380 ACCESS Eligibility Department (408) 321-2381 ACCESS Paratransit TTY (408) 238-1001

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Reservations Department - 8:00 AM to 5:00 PM (365 days a year) (408) 321-2380 Day Of Service Department - 5:00 AM to 8:00 PM (365 days a year) Confirmations, Cancellations, Late Vehicles, Open Returns, Second Vehicles, and Same-Day Trip Requests (408) 321-2380 or toll free at (800) 894-9908 Business Hours VTA ACCESS Paratransit Administrative, Eligibility and Customer Service Departments are open Monday through Friday between 8am and 5pm and closed on weekends and major holidays (New Years, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas). Online Information Website www.vta.org E-mail paratransit@vta.org MyACCESS Online myaccess.vta.org MyACCESS Online 24 hours Customers and authorized caregivers who wish to book, cancel, and monitor their paratransit trips online are encouraged to visit our watch MyACCESS Online Orientation at www.vta.org/paratransit. Beginning August 1, 2018 customers may log into their MyACCESS Online account at myaccess.vta.org. Please call in to receive your password. If you have additional questions you may email us at paratransit@vta.org with their name, phone number, client ID, your questions, and a representative will be in touch with you. MyACCESS Online gives you the ability to self-manage your trips from any device with internet access. Please note customers can only book standard trips online, one to three days in advance. Trips for the following day must be booked before 5 pm. When booking trips during peak hours you may be prompted to call in. In order to avoid overlapping trips an hour in-between pick up windows is required. It is the customer responsibility to accurately book and self-verify all trips booked online. Please check all trips the day before and make adjustments

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if needed. If you book a future trip incorrectly you may cancel and rebook the trip, but to rebook the trip for the same day a premium service charges will apply. We request customers to cancel trips at least two hours before the start of their pick up window. Once your trip is within two hours of the pickup window customer have to call in to cancel their trip. The site will be unavailable during maintenance. We request your patience as we continue to develop this online tool. Automated Telephone System The Automated Telephone System is designed to give you quick and convenient self-service access to information and services. It will allow you to schedule a new ride, confirm, and cancel existing rides. Since the system is connected to our live database you can use the automated telephone system to check on your trip’s estimate time of arrival and cancel trips 24 hours a day. To set your favorite addresses and to begin using our automated telephone system please call us at 408-321-2380. During your call, you press zero to speak to a reservations, and ask to add frequently traveled locations to your client profile. You can save your work, doctor, and other favorite addresses. Before calling in, please have your addresses ready and remember what addresses you are saving so you can reference them when using the automated telephone system. Please reference our Automated Telephone System Handout for additional information. Access to MyACCESS Online and our Automated Telephone System is subject to termination at any time, in VTA’s sole discretion, for the following reasons including, but not limited to, rider behaviors that endanger, threaten, or disrupt services including no-shows.

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ELIGIBILITY CERTIFICATION PROCESS To qualify for ADA Paratransit Service, customers must first apply for eligibility with the Santa Clara Valley Transportation Authority (VTA). Paratransit Eligibility Certification determines eligibility for complementary paratransit service operated throughout the Santa Clara County service area. The process determines which individuals are eligible to use ADA Paratransit Service for some or all of their trips and which individuals can be served by accessible fixed route bus and rail systems. Individuals who are interested in using ADA Paratransit service must apply and be found eligible according to ADA guidelines. To apply for ADA Paratransit, please visit our website for an application or you are welcome to call the Eligibility Department at 408-321-2381 between 8:00 AM and 5 PM, Monday through Friday, to request a brochure and application. If you require assistance to complete the form please notify the Eligibility Department. Customers must keep their address, telephone numbers, emergency contact, and mobility aid information current with the eligibility department to ensure quality service. If your mobility aid changes you are required to notify the Eligibility Department at which point your eligibility may be re-evaluated. ADA paratransit eligibility is based on an individual’s functional ability to independently use VTA bus or light rail and is determined by the following criteria: Category 1 - Any person with a disability who is unable to board, ride, or disembark from an accessible vehicle without the assistance of another person (except for the operator of a lift or other boarding device). Category 2 - Any person with a disability who needs the assistance of a lift ramp to board, ride or disembark from an accessible vehicle and an accommodating vehicle is not available or key stations have not been made accessible. Category 3 - Any person with a disability who has a specific impairment- related condition that prevents the person from traveling to or from a bus or

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light rail boarding and disembarking location. Eligibility is not based on age, economic status, or inability to drive an automobile. Applicants should note that having a medical condition, use of a mobility device (i.e. wheelchair, scooter, etc.), or disability will not automatically qualify them for service. Eligibility for Young Children Eligibility is established as any individual with a disability who is unable to independently access or navigate fixed route bus and light rail, as the result of a physical or mental impairment (including a visual impairment), may be considered eligible for paratransit services. For young children who would not typically travel alone on bus or light rail, the abilities of the team (e.g., the child and parent/guardian) are considered rather than the independent ability of the child. If it is determined that it is not the child’s disability preventing them from using bus and light rail, they will be considered ineligible for paratransit services. Children who are granted eligibility must pay the standard fare, and all rules applying to adult riders also apply to children. Children traveling as companions must also pay the standard fare. If a child under the age of 8 who is less than 4 feet 9 inches in height is traveling on our service, you must provide the child’s safety seat and you must properly secure the child in it in accordance with California law. Any child safety seat used on VTA ACCESS Paratransit must meet the state of California standards for a child of that age, height, and/or weight. Applying for Paratransit Eligibility

The paratransit eligibility certification process begins with an informational brochure from VTA ACCESS Paratransit Eligibility: (408) 321-2381 / (408) 321-2330 (TTY) / www.vta.org/paratransit (408) 238-1015 (FAX) http://www.vta.org/getting-around/paratransit/accessibility-paratransit-service The informational brochure contains a one-page application to be filled out and signed. Brochures are available in English, Spanish, Chinese and

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Vietnamese, and VTA ACCESS Paratransit provides language assistance to any individual in need of translation services. All information about the process, materials necessary to apply for eligibility, notices, and determinations concerning eligibility are available in accessible formats upon request. Formats include, but are not limited to: audio, large print, Braille, electronic files emailed and sign language. Two Step Application Process Submit the signed one-page application by mail to VTA Eligibility Department or drop off to 3331 N. First St., San Jose, CA 95134 or by fax at (408) 238-1015. The signed application authorizes VTA ACCESS Paratransit to contact the applicant’s physician or licensed third-party professional. Please note the Eligibility Department may contact your physician to verify your disability, but eligibility is not solely determined by your physician’s recommendation. Participate in a phone interview: VTA ACCESS Paratransit will call the applicant to review their application and conduct a phone interview to determine the applicant’s paratransit eligibility. Translation and language assistance is provided. Eligibility Determinations The ADA paratransit eligibility application process may take up to 21 days to complete. Applicants will receive written notification of their eligibility determination, including specific information supporting the decision. If decisions take longer than 21 days to process, applicants who have submitted a complete eligibility application will be granted presumptive eligibility to receive services on the 22nd day until a determination is made. Approved applicants enrolled as new paratransit customers will receive a non-photo ID card in their welcome packet to use as proof of eligibility including your expiration date. Customers are welcomed to request a photo ID, however, they are not automatically issued. To request a photo ID; please send a recent, photo with your name, date of birth and client ID number to paratransit@vta.org or by mail to VTA ACCESS Paratransit at 3331 N. First Street, San Jose, CA 95134. If you are not able to email or

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mail a photo customers can come in person to River Oaks Lobby, located at 3331 N. First Street, San Jose, CA 95134 to have a photo taken. Please note your individual expiration date is printed on your card. Your card cannot be used past the expiration date. Customers who are recertifying may continue to use paratransit services throughout the application process until a determination is made and through the appeals process. If approved customers may request an updated photo ID card. Please refer to Section VTA ACCESSIBLE BUS AND LIGHT RAIL SERVICES in this Rider’s Guide for more information on using the photo ID card on accessible bus and light rail services. APPEALS ADA paratransit eligibility applicants may appeal eligibility denial, temporary eligibility and/or conditional eligibility determinations. Eligibility determination letters provide information on how to appeal if applicants do not agree with their determination. ADA paratransit eligibility applicants may appeal an eligibility denial, temporary and/or conditional determination. Applicants must submit their appeals to VTA ACCESS Paratransit Service by mail, email, or telephone within 60 days of the date on their eligibility determination letter. VTA ACCESS Paratransit follows a simple 2 level eligibility determination appeal process:

•Appeal Level 1 – An Administrative Review by VTA staff who were not involved in making the original denial. •Appeal Level 2- An In-Person/ Functional Assessment is conducted by an Appeal Panel Committee or third party appeal vendor who were not involved in making the original determination. The Eligibility Department will contact the appellant to schedule the in-person/functional assessment within 2-3 business days once the first level appeal is complete.

VTA ACCESS Paratransit will inform an applicant about the outcome of their appeal in writing within 30 days after the completion of the in-person/functional assessment.

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Eligibility Department to Request an Appeal 3331 N. First St. San Jose, CA 95134

Phone: (408) 321-2380 TTY: (408) 321-2330

ADA Paratransit Visitor Eligibility 21 Day Visitors Visitors from outside the Nine-County San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma) may use VTA ACCESS Paratransit services as described within this Rider’s Guide for up to 21 days during any 365-day period, beginning with the visitor’s first use of the service during the 365-day period. Visitors are advised to call VTA ACCESS Paratransit Eligibility Department at (408) 321- 2381 before their visit to establish their ADA Paratransit eligibility. VTA ACCESS Paratransit will verify the visitor’s ADA paratransit eligibility and inform the visitor on how to use the service. Visitors who need to use the ADA paratransit services for more than 21 days in a 365-day period, beginning with the visitor’s first use of the service during the 365-day period, must apply for VTA ACCESS Paratransit eligibility. Visitors may present information about their use of complementary paratransit service in the jurisdiction in which they reside. Other visitors who do not have such documentation may be asked to present documentation of residence, and if the individual’s disability is not apparent, of his or her disability. Visitors are not required to apply for, or receive eligibility certification to use, VTA ACCESS Paratransit service before being able to use the service. ADA Regional Eligibility ADA paratransit eligible residents of the eight other San Francisco Bay Area neighboring counties are not considered visitors and may use VTA ACCESS Paratransit services as described within this Rider’s Guide.

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GETTING STARTED

Before You Reserve Your First Trip Customers are encouraged to make an initial deposit into their VTA ACCESS Paratransit accounts by phone using their credit or debit card or by sending a check, with their ID number, payable to VTA at the following address: VTA ACCESS Paratransit Client Account Department 3331 N. First St. San Jose, CA 95134 Customers who are interested in using a credit or debit card to make a deposit to their account may call the VTA ACCESS Paratransit Client Account Department at (408) 321-2380, or TTY at (408) 321-2330. Client Account Department is available Monday to Friday between 8 AM and 5 PM, and closed weekends and major holidays (New Years, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas). An initial deposit of about $25.00 is recommended but not required. You may begin your eligibility certification period with a zero balance. Please note trips fares are charged at the time of booking. When paying by check please note if a check is returned by your bank you will be responsible for paying the $12 returned check fees. Maintaining Your Account VTA ACCESS Paratransit will deduct the appropriate fare from customer accounts at the time the trip is booked. If a trip is cancelled or not taken the fare will be returned to your client account. See Section Summary of Fares and Service Charges. Customers cannot reach a negative account balance. Customers are required to have funds in their client account to pay for all pre-scheduled trips, and will not be able to book trips until their account has sufficient funds, including subscription trips, see Selection Subscription Service for further details. To ensure continued availability of services, customers are required to maintain a positive balance in their accounts. Non-compliance with the fare payment policy may result in VTA

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ACCESS Paratransit placing a “hold” on the customer’s account until they make a payment. Statement Requests VTA ACCESS Paratransit reservationists state account balance information during each call. Customers may request account information by sending an email to paratransit@vta.org with your name and client ID. Please include either ‘Client Account Transaction History’ or ‘Ride History’ in the subject of the email. Customer may also make this request by phone at 408-321-2380 or by mail at 3331 N. First Street, San Jose, CA 95134.

1. Client Account Transaction History - displays deposits, credits, and fares deducted from your client account. Remember fares are deducted the day you book the trip and not the day the trip is taken. If a trip is not taken a fare credit will be applied the day of the trip. 2. Ride History - displays all the trips for the month by date.

Customers may question, contest, or provide additional information about trips that they missed by calling 408-321-2380 and speak to Client Accounts. Account Closure When a customer decides to discontinue use, or is no longer able to use the service, the customer or their designated representatives should contact VTA ACCESS Paratransit to close their account and withdraw any balances. Closing the account will terminate the customer’s eligibility of services. If a customer passes away, an authorized representative can provide a copy of the death certificate. A check will then be issued within 6-8 weeks to the account holder’s name. Unclaimed account balances are reported to the California State Controller in accordance with California Code of Civil Procedure §1300 et.seq.

RESERVING PARATRANSIT SERVICES

Reserve a Paratransit Trip ADA Paratransit is a shared-ride service, and trips on VTA ACCESS take about the same amount of time as a similar trip taken on VTA bus and light

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rail, including transfers and the time to walk to and from the bus stop. Call the Reservations Department (see Getting Start Section) 1-3 days in advance, between 8:00 AM and 5:00 PM seven days a week. There are no trip denials or wait lists for services. Customers may reserve multiple trips with one call. Customers will not be required to begin a trip more than one hour before or after the rider’s desired departure times and negotiated trip times shall take into account customer’s practical constraints. The negotiated pick-up window shall not be altered without the customer’s consent. VTA ACCESS Paratransit reservationist may negotiate the 30-minute pick-up window with customers and reserve trips during a one-hour period before or after the desired pick-up (departure) time. If you are traveling to an appointment (i.e. doctor’s appointment, dialysis, etc.) where the arrival time is of primary importance, the customer may wish to book the trip based on the drop-off or “no later than time”. Drop-off trips have quoted “no later than time” and 30-minute drop-off window before that time. The time constraints are considered during the reservation process. Please inform the reservationist what time you need to arrive at your destination. The reservationist will tell you what time you need to be picked up to ensure you arrive on time to your destination. Remember customers can schedule their trip with either a ‘pick up time’ or a ‘no later than time’, but not both. Customers should make the following information available when calling to reserve a paratransit trip: Paratransit identification number; Date and requested time of the pick-up and time of the return trip; Exact name and address (including suite number, if known) of the

pick-up and drop-off locations (including return trip information). If the customer’s home address or destination is difficult to find, special driving instructions should be provided when a trip is reserved;

Confirmation if traveling with a mobility device, a Personal Care Attendant, Companion, or Service Animal.

If you are booking multiple rides for the same day (e.g., a round trip from home, to the bank, the post office, and the drugstore) before returning home, please remember to allow at least one hour between pick up

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windows. Since VTA ACCESS Paratransit service is a shared ride service, we are unable to make a drop-off, wait for a customer at a location, and then take the customer to another location. If you do not have your trip information ready when you call to book rides our reservationist may request that you call back when you have all your trip details ready. Reserving a Return Trip Customers may reserve a return trip at a specific time with a 30-minute pick- up window, or the return time may be left “open.” See SUMMARY OF FARES AND SERVICE CHARGES for information about Open Returns, which are offered at a premium fare. When customers need to change a pick-up location for a return trip, they must inform the Day of Service Department prior to the start of their reserved 30-minute pick-up window. Such changes are limited to locations at the same facility, to nearby addresses, or to locations across the street from where the reserved pick-up was scheduled. Subscription Service For customers who request routine trips to the same destination on a regular schedule, subscription services may be beneficial. Customers only need to call once to reserve a recurring subscription trip. During the six major holidays it is the customer’s responsibility to call in and cancel their subscription trip. (New Years, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas) VTA ACCESS Paratransit will reserve the trip on a continuing basis until the request is terminated or on a space available basis. Subscription trips will not automatically book if your client account does not have a sufficient balance to pay for trips three days in advance. Customers may only make changes to subscription reservations once in a 3-month period. Open Returns cannot be used on Subscription Service. ADA paratransit regulations allow waiting lists for subscription service. VTA ACCESS Paratransit will seek to add subscription trips when they are

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efficient and do not negatively impact the ability to provide non-subscription trips (create capacity constraints). Canceling a Trip Advance Cancels/Before the Day of the Trip: Customers are encouraged to cancel their scheduled trips in advance by speaking with a reservationists. On the Day of the Trip: Customers must call the Reservations Department at least 2 hours prior to the beginning of the 30-minute pick-up window to cancel a previously reserved trip between 8:00 AM and 5:00 PM seven days a week. Customers are asked to avoid Late Cancels. Late Cancels occur when the customer’s call to cancel is so late that the vehicle is already in route to the pick-up location. A Late Cancel may under certain circumstances be recorded as a no-show (refer to No Show Section). Early Morning Cancels: While Customers are encouraged to call in the early morning hours if they have an early trip, it may not always be feasible to call 2 hours in advance. While these early morning trips will not be recorded as No- Shows if you do not cancel at least 2 hours before the scheduled pick-up, customers should call as soon as they can to cancel a trip so that other riders are not be impacted. Online and automated telephone system cancelations: Customers have the flexibility to cancel trips online and through our automated telephone system 24 hours a day. When canceling trips please ensure you cancel two hours before the start of the pickup window to avoid a late cancel or cancel at door. (Refer to MyACCESS Online and Automated Telephone System Section) To cancel a trip with a pick-up window with less than 2 hours, customers must call the Day of Service Department. Refer to Section CONTACTING VTA ACCESS for contact information. No-Shows A No-Show is a trip that is scheduled and mutually agreed upon by customer and the paratransit provider for the pick-up window and location and:

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a) The customer cannot be located at the correct location and within the scheduled pick-up window, the driver waits 5 minutes, and reasonable efforts are made to contact rider. The driver will contact dispatch for permission to depart and Day of Service staff will try to reach the customer; b) The driver arrives at the correct location, within the scheduled pick-up window, and the driver waits 5 minutes, but the customer informs driver that he/she no longer wishes the trip and does not board without canceling the trip. The driver will contact dispatch before permission to depart. Day of Service staff will contact the customer to confirm the No-Show; c) The customer’s call to cancel is so late that the vehicle is already in route to the pick-up location and the late cancel has the same operational effect on the system as a no-show; d) The circumstances under a), b) and c) are documented in real time or through follow-up contact to be within the rider’s control as determined by the rider. NOTE: VTA ACCESS Paratransit is not allowed to cancel trips scheduled after a no-show without a customer’s request to cancel them. Customers must cancel trips they have scheduled on the same day after a no-show. VTA ACCESS Paratransit will attempt to contact a customer following a no-show to ask if additional trips scheduled that day need to be cancelled. Customer will incur additional no-shows, if additional scheduled trips are not taken following the first no-show. When a trip is cancelled less than 2-hours before the scheduled pick-up window, a Late Cancel or No-Show may be recorded on a customer’s record. Customers should call if they have any concerns that they may have no- showed a trip or cancelled late. VTA ACCESS Paratransit will call the customer to confirm whether the potential late cancel or no-show trip was within the customer’s control as determined by the customer or to verify the no-show occurred. Pattern and Practice of No-Shows: A pattern and practice of missing trips within a customer’s control to avoid is determined by the percentage of no-

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shows of trips that are scheduled and the number of no-shows that substantially exceed the monthly average numbers of no-shows per customer. Substantially exceed is defined as a factor of 3 no-shows, plus 1 additional no-show. If the system average number of no-shows is 2 verified no-shows per month, the number of no-shows needed to be considered for a suspension would be 7. Seven results from the system average 2 no-shows per month multiplied by the factor of 3 no-shows, plus the1 additional no- show. This number of no-shows would need to be at least 60% of the trips the customer had scheduled for the customer to be suspended. Before a suspension (one day maximum) is enacted or an optional single payment $4.00 maximum regardless of the number of document no-shows (instead of a suspension) is made, VTA ACCESS Paratransit will follow a 3- step process to work with the customer to address the no-shows that were within their control to avoid: 1. Will call customers on the day of their no-shows or on the next day to inquire about the no-show; 2. Will call customers who have two times more than the average number of no-shows per month per customer; 3. Will send customers a letter notifying them about the no-shows they have incurred and their number and percentage of no-shows within a month. This information provides a documentation of a pattern and practice of not cancelling trips that were within their control to cancel. The letter provides information about the no-show policy and informs the customer about the potential of a 1-day suspension or the option about making a no-show payment, Late Cancels and No-Shows are not within a customer’s control if: • A family emergency occurs; • A personal attendant or another party did not arrive on time to assist

the customer; • Another party cancelled the customer’s appointment; • The customer became sick or had a complication with a chronic

medical condition or disability and could not call; • The customer experienced an unanticipated urgent situation such as

medical or family/care-giver emergency;

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• The customer planned for phone access but misplaced or lost their phone or belongings out in the community and could not call or the phone stopped working;

• The customer planned for adequate time but the appointment or procedure went longer than planned and/or could not be interrupted to call such as when getting x-rays are involved, etc.;

• There was an error made by the scheduler, dispatcher or driver with the trip reservation or on the day of service such as incorrect time, location/building entrance, challenge with the vehicle or equipment;

• The driver arrives before your pick-up window and you do not board and driver departs;

• The vehicle arrives after the close of the pick-up window and you select not to take the trip as it was late;

• The vehicle arrives within the window but driver does not provide the required 5 minute time for you to gather your belongings to board the Vehicle;

• The customer tried to reach VTA ACCESS Paratransit by phone but could not reach an agent in a timely manner due to long hold times;

• The customer cancelled in a timely way but the cancellation was not recorded correctly or wasn’t transmitted to the driver in time;

• The customer had a very early morning trip scheduled and it would not be reasonable to call 2 hours in advance;

• Other unanticipated and reasonable situations prohibited the customer from calling to cancel a scheduled trip.

No-Show Appeals Customers may appeal an individual no-show or the determination by VTA ACCESS Paratransit that they have developed a pattern and practice of missing their trips. Customers may request an appeal of a no-show or a pattern and practice determination by letter, email, or telephone within 60 days of the date of the no-show or pattern and practice determination by contacting the VTA ACCESS Paratransit Customer Service Department. Customer Service Department to Appeal No-Shows 3331 N. First St. San Jose, CA 95134 paratransit@vta.org

Phone: (408) 321-2380 TTY: (408) 238-1001

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If needed, VTA ACCESS Paratransit staff will assist a customer to submit an appeal of a no-show or a pattern and practice determination. You also have the right to be heard in person and free transportation is provided to the applicant if he/she wished to have this conversation at the VTA ACCESS Paratransit office.

OVERVIEW OF PARATRANSIT SERVICES VTA’s ADA Paratransit Service Area VTA ACCESS Paratransit operates under the same service area and time as bus and light rail (including holiday and Sunday reduced service schedules).The ADA paratransit service area is a ¾-mile area around VTA bus routes and light rail stations. A VTA ACCESS Paratransit reservationist will advise customers when their destinations are outside of the paratransit service area. Inter-County Services Customers may arrange a transfer to the paratransit operator in the adjacent counties for travel beyond VTA’s ADA Paratransit Service Area.

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For trips to San Mateo County, contact Redi-Wheels at (650) 508-6241, or TTY at (650) 482-9366. The recommended transfer point is the Stanford Medical Center. For trips to Alameda County or Contra Costa County, contact the East Bay Paratransit Consortium at (510) 287-5000, or TTY at (510) 287-5065. The transfer point is the Fremont BART Station. Once BART extends service to San Jose/Milpitas the new transfer point is Warm Springs BART Station Service Hours VTA’s paratransit service operates only during the same hours of the day and days of the week that bus and light rail trains run their regular, holiday, and Sunday routes. This ensures the equity between the bus/rail service network and the paratransit service. VTA ACCESS Paratransit Reservationist will advise customers regarding the service hour availability for requested trips. 30-Minute Pick-Up Window All regular one-way trip pick-ups occur within a 30-minute pick-up window. A VTA ACCESS Paratransit vehicle may arrive any time during the 30-minute window. All customers must be ready to depart at the start of their pick-up window. Drivers will wait for 5 minutes upon arrival within a customer's reserved pick-up window and may depart thereafter if the customer is not ready. Customers are not required to leave if the vehicle assigned to transport them arrives before the start of the reserved 30-minute pick-up window. Drivers may arrive early but will wait until the start of the reserved pick-up window to approach customer. Drivers will not rush the customer. Customers may request a notification of vehicle arrival call as a reasonable accommodation. This request may be made at the time of the booking with call agent or in advance if on-going reasonable accommodation is needed for all trips by contacting VTA ACCESS Paratransit at (408) 321- 2380 or at paratransit@vta.org. Customers should call the Day of Service Department if they think their trip has been missed. Missed trips occur when the vehicle arrives and leaves before the beginning of the pick-up window without picking up the

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customer; the vehicle arrives and leaves without picking up the customer and does not wait at least five minutes within the pickup window; or the vehicle arrives after the end of the pick-up window and departs without picking up the customer. Day of Service Call Agents or Customers Service Representatives will address the situation to provide a real-time trip solution and will track the missed trip. Customers will be given full explanation of the cause of the missed trip, such as scheduling error or driver error, and the steps that will be taken and monitored to avert a repeat of the occurrence. Late Vehicles

If a vehicle has not arrived by the end of a customer's reserved 30-minute pick-up window, the customer should call the Day of Service Department (Refer to Section CONTACTING VTA ACCESS for Contact information) to report a late vehicle and to get an estimated arrival time. Customers will be given an alternative telephone number to call to check on a late vehicle for any pick-ups reserved after 8:00 PM. A trip is recorded as late when the vehicle arrives to pick-up the customer more than 10-minutes after the 30-minute pick-up window or when the vehicle arrives after the quoted drop-off “no later than time” for trips booked with emphasis on the drop-off time. Excessively Early Trips A customer may, but is not required to, board the vehicle early if a vehicle arrives more than 30 minutes prior to the pick-up time. The driver will wait until the start of the customer’s 30-minute pick-up window before approaching the customer’s external door. If the vehicle arrives more than 30-minutes prior to the scheduled drop-off time and they do not wish to depart, the driver will wait until the 30-minutes prior to the scheduled drop-off time before escorting the customer to the external door. On-Board Travel Times ADA paratransit regulations require VTA to provide paratransit service at a level that is comparable to bus and light rail service. A paratransit trip will take a comparable amount of time that a trip of a similar length would take on VTA’s local bus and light rail system. Comparability is based on the length of time required to make a similar trip between the same two points using the fixed route system, including time spent traveling to and from a boarding point and waiting for fixed route vehicle to arrive and time to make any transfers from one vehicle to another.

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Premium Services Premium service exceeds the base service required by the ADA paratransit regulations. VTA ACCESS Paratransit customers may request premium services and pay a rate higher than the rate paid for standard service. Premium services include Open Returns, Same-Day Service, Second Vehicle, and Extended Service Area Trips.

A. Open Returns Open Return Trips allow customers to make reservations without a specific time for their return trip. On the day of service, customers may call when they are ready for their return trips. The fare for this service is $16. The following conditions apply to the use of Open Returns: • Only one per day may be reserved • Pick-up will occur within 90-minutes after a request is made to

the Day Of Service Department • Trips must be requested by 6:30 PM • Trips must be performed by 8:00 PM • Customers cannot reserve a fixed pick-up and an Open Return

for same trip • Trips are not available for pickups at residences or for

subscription trips B. Same-Day Service Same-Day Service is only offered when space is available. To access this service, call the Day of Service Department between the hours of 8:00 AM and 4:00 PM. The fare for this service is $16.00. Please allow up to 3 hours for a pick-up. C. Requesting a Second Vehicle Customers may request Second Vehicle service when a reserved return ride is missed and the customer is stranded in the community. To access this service, call the Day of Service Department. The fare for this service is $16.00. Please allow up to 2 hours for pick-up. Second vehicle service is not available when the missed trip was scheduled to start at a customer's residence.

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Customers must contact VTA ACCESS Paratransit if they miss their scheduled return trips due to an operator error. If an operational error caused the missed trip, the $16 premium fare will not be charged for the Second Vehicle return ride. D. Outside the Service Area Trips Allows customers to travel up to 1 mile beyond the ¾ mile ADA service area around VTA bus a light rail routes throughout Santa Clara County, including areas along VTA’s bus routes in Morgan Hill, Gilroy, and unincorporated County communities. The fare for an Outside the Service Area trip is $16.00.

Vehicles We operate with a diverse fleet including cutaways/small buses, minivans, and sedans. We also contract with local Santa Clara County Taxi companies to provide some trips for our customers. A customer can expect any one of these vehicles to provide their upcoming paratransit trip. Vehicles are assigned to specific routes based on availability and demand. Unfortunately, we are unable to exclude or designate specific vehicles for a customer’s trip. We understand taxi’s may be difficult to identify as your paratransit ride, so we have provided them with placards to be placed on the dash board to easily identify as an ACCESS service provider. Routes

VTA ACCESS is a shared ride, on demand, public transportation service. You can expect multiple pick-ups and drop-offs along your route just like you would expect on a bus. Keep in mind we are unable to provide ACCESS customer’s with exclusive or direct trips. Drivers must perform their pickups and drop-offs in the assigned order. They are not permitted to deviate from their scheduled routes under normal circumstances. Routes are designed to meet the needs of all riders as efficiently as possible. It is common for several other riders to be picked up and dropped off before the first rider reaches their destination.

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In some cases it may be necessary for the vehicle to pass near your drop-off location in order to perform another pick-up or drop-off on time, before returning to complete your trip. In other cases, trips may be added to your route while it is in service, in order to help recover from service disruptions elsewhere in the system. Drivers Drivers are not allowed to accept any form of tips. If you had a great experience, we encourage you to report it to VTA Customer Service. It is the responsibility of the rider to get in and out of the vehicle and to navigate our service. Drivers can assist you between the exterior/lobby door and the vehicle (as long as they do not lose sight of their vehicle for more than a few seconds), offer an arm for stability, deploy the vehicles ramp or lift, and is responsible for using the proper securement devices to make sure all riders are safe and secure. Should you need additional assistance please plan and travel with a personal care attendant. Drivers are unable to enter a residence, enter a building to look for a passenger, access driveways, or lose sight of their vehicles. Customers should be waiting before the vehicle is scheduled to arrive. The driver will only wait five minutes (from the time the vehicle arrives, or from your negotiated pickup time, whichever occurs later) for you to appear before leaving. You must be waiting where you can tell if the vehicle has arrived. REASONABLE MODIFICATION INFORMATION Customers who need reasonable accommodations to access paratransit services are encouraged to contact VTA ACCESS Paratransit, as VTA ACCESS Paratransit may modify policies and procedures to assist customers. Accommodations are not considered reasonable if they endanger the paratransit driver or others, place an undue financial burden, or change the nature of the ADA paratransit service as described within this Rider’s Guide. Customers may request reasonable modifications at any time by calling Customers Service, during the eligibility process or while scheduling trips, or on the day of the trip if the need arises. Reasonable Modification can be requested by telephone, or by email, letter, in-person, fax, or on line. Reasonable Modifications are granted for the duration of the current eligibility certification period, and may be re-evaluated at the time of recertification.

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Examples of Reasonable Modifications include but are not limited to: 1. Requesting to be picked up or dropped off at a specific entrance, rather than at the entrance location that was pre-designated by the transit agency. 2. If a passenger with diabetes or another medical condition requests to eat or drink aboard a vehicle in order to avoid adverse health consequences, the request should be granted. 3. A passenger’s request to take medication while aboard a vehicle should be granted. Examples of Modification Requests that are not deemed reasonable include but are not limited to: 1. A passenger’s request for an exclusive paratransit trip may be denied

as a fundamental alteration of service. Paratransit is by nature a shared-ride service.

2. Dedicated driver or vehicle (e.g. Sedan rather than a small bus/cutaway, in order to provide a more comfortable ride) may be denied.

3. A passenger’s request that the driver take charge of a service animal may be denied

4. A passenger’s request for a specific driver may be denied. For more information on Reasonable Modification, refer to DOT 49 CFR Parts 27 and 37 “Transportation for Individuals with Disabilities: Reasonable Modification of Policies and Practices” at http://www.gpo.gov/fdsys/pkg/FR- 2015-03-13/pdf/2015-05646.pdf

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SUMMARY OF FARES AND SERVICE CHARGES Fares for Paratransit Trips (Effective January 1, 2018) The regular paratransit One-Way Trip fare is $4.00 valid through December 31, 2019. Standard and premium trip fares are included in the following table:

Paratransit Fare Table

Trip Type Cost

One-Way Standard Paratransit Trip $4.00

Companion $4.00 Open Return Trip $16.00 Second Vehicle Sent $16.00 Same-Day Trip $16.00 Same-Day Trip Companion $16.00 Extended Service Area Trip $16.00

One (1) Personal Care Attendant and a Service Animal may accompany an eligible customer at no additional charge. Smart Pass Program Paratransit eligible employees who work at companies that participate in VTA’s Employer Smart Pass Program pay ½ the fare for a standard paratransit One-Way Trip. Paratransit Smart Pass reduced fares are NOT offered for premium fare paratransit services. It is the eligible participant’s responsibility to inform VTA that their employer participates in the VTA Smart Pass program. Eligible participants may email VTA at paratransit@vta.org with their name, client ID, employer name, and clipper card number or call the eligibility department. Once VTA receives this information it will take 2 to 5 business days to verify eligibility and apply the Smart Pass fare to your account. Smart Pass fares cannot be back dated and will begin the date verified.

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OTHER SERVICES, INFORMATION, AND POLICIES

Personal Care Attendants

A Personal Care Attendant (PCA) is someone whose services or presence is required by the customer to meet his or her personal needs or to assist in traveling. Though the need for a PCA is normally documented during the eligibility certification process, customers may inform VTA ACCESS Paratransit at any time regarding changes to their abilities that require the assistance of a PCA. If a PCA is requested during the eligibility process, the customer’s paratransit ID card will be marked with a PCA logo. This logo allows the PCA to accompany the customer on VTA’s bus and light rail service without charge. Please refer to Section VTA ACCESSIBLE BUS AND LIGHT RAIL SERVICES for information about the paratransit ID card on VTA bus and light rail. Paratransit customers are responsible for providing their own PCAs. Customers should inform the reservationist when they will be traveling with a PCA to ensure an extra seat is reserved on the paratransit vehicle. One (1) PCA may ride free with an eligible customer. The PCA and the eligible customer must have the same pick-up and drop-off locations. Companions A Companion is a friend, relative, or other person who accompanies a paratransit customer on a trip who is not a personal care attendant. Customers shall inform the trip scheduling reservationist when they will be traveling with a companion to ensure an extra seat is reserved on the paratransit vehicle. Companions must share the same pick-up and drop-off locations as the customer. Companion trips fares are shown in the Paratransit Trip Fare Table in Section SUMMARY OF FARES AND SERVICE CHARGES. VTA ACCESS Paratransit shall accommodate one (1) companion at all times. Additional companions may ride if space permits.

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Service Animals Service Animals may travel on paratransit vehicles to assist individuals with disabilities, subject to the following conditions: • Service Animals must remain on a leash and under full control of the

customer at all times. • Service Animals must not misbehave (e.g., soiling the vehicle or

growling at or harassing customers, the operator, or other Service Animals).

• Service Animals should generally remain in a down or sit position. Service Animals may not block the aisle of the vehicle.

• Service Animals shall not occupy vehicle seats unless space limitations prevent the Service Animal from remaining off the seat.

• Service Animals shall be in a state of cleanliness in the interest of other paratransit passengers and the paratransit driver.

Customers shall inform the reservationist when they will be traveling with a Service Animal to ensure sufficient room on the paratransit vehicle. Under Title II and Title III of the ADA regulations, a service animal is defined as a dog that has been individually trained to do work or perform tasks for an individual with a disability to include physical, sensory, psychiatric, intellectual, or other mental disabilities. The task(s) performed by the dog must be directly related to the person’s disability. If your Service Dog is out of control (which includes any behavior that infringes on the rights of other customers/clients, passenger, drivers, or individual, including sniffing, begging, growling, whining, barking, wandering, jumping, or any other disruptive behavior), is sick, or eliminates in public; VTA may ask that the service animal not accompany the rider on our service because of ‘out of control’ behaviors. Only the dog can be excluded for ‘out of control behavior and not the handler. Pets Customers may also travel with a pet as long as it is in an approved cage and under the control of the customer at all times. Mobility Devices Customers may use wheelchairs, canes, walkers, and other mobility devices that are able to fit on the paratransit vehicles. A wheelchair is a

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mobility device belonging to any class of three- or more-wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered. In accordance with 49 CFR section 37.165, we will transport individuals using wheelchairs if their devices meet the definition of a wheelchair and can be accommodated on our accessible vehicles (e.g., they fit on the lift or ramp and in the securement area). We may decline to transport a wheelchair/occupant if doing so would be inconsistent with “legitimate safety requirements,” as discussed below. At a minimum, all occupied wheelchairs weighing up to 600 pounds and measuring 30 inches in width and 48 inches in length (formerly known as a “common wheelchair”). While VTA makes every attempt to accommodate our riders, if your mobility device exceeds the dimensions above we may not be able to transport you as it may damage the mobility device, vehicle, lift, or ramp, and may impose an unreasonable safety hazard. Customers will not be denied service if the paratransit vehicle and equipment can safely accommodate their mobility device. Customers who are concerned about the size of their mobility devices and whether the device will fit on board paratransit vehicles should call VTA ACCESS Paratransit to arrange to have the device measured. Mobility Devices and Customer Safety • Customers who are transferable are able to move from their mobility

device to the seat of the vehicle and back with a minimum of assistance. A minimum of assistance is defined as a driver extending an arm or stabilizing the mobility device while the customer moves in and out of the device. Drivers are prohibited from lifting or carrying customers.

• Customers may board separately from their mobility devices but must be able to control the movement of the mobility device into the vehicle. Drivers are not allowed to control the movement of a mobility device.

• For safety reasons, customers using three-wheel scooters are strongly recommended to transfer out of their scooter into the seat of the paratransit vehicle whenever possible.

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• Drivers have the discretion regarding transporting mobility devices that pose an immediate safety threat to others aboard a paratransit vehicle. VTA ACCESS Paratransit will work with customers to address the safety of their mobility devices.

• Drivers cannot assist customers who use mobility devices up or down

steps or other obstructions over five eighths (5/8) of an inch in height. A ramp must be available or the customer must have someone available at the pick-up and drop-off location to provide assistance negotiating obstacles.

Miscellaneous Medical Equipment Customers may travel with oxygen tanks and respirators when using paratransit service. For safety reasons, oxygen tanks and respirators must be secured to prevent oxygen tanks from falling or becoming dislodged and striking other objects, customers, or riders in the vehicle. Packages on Paratransit Vehicles Customers may bring up to three grocery bags or the equivalent onboard a paratransit vehicle. Equivalent items may be bags, packages, or suitcases. Customers must be able to control the packages that they bring with them aboard a paratransit vehicle. VTA will not transport unoccupied packages. Replacement ID Cards There is a $5 fee for replacement cards, and the number of replacement cards issued may be limited. For more information about obtaining a replacement ID card, refer to Section Eligibility Determinations for information about contacting VTA ACCESS Paratransit. Lost and Found Drivers are not allowed to return any items that have been left inside a vehicle. If an item has been left inside a vehicle please contact VTA ACCESS immediately and provide details of the item. If the item is located, you may pick the item up at VTA. Please note VTA ACCESS is not responsible for lost for damaged items. Lost and Found items are kept for 30 days.

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General Policies • Customers should carry their paratransit identification cards with

them when using ADA paratransit service. Drivers may check customer paratransit identification cards.

• Customers are required to wear seatbelts while on paratransit vehicles.

• Drivers will assist with seat belts. • Smoking is NOT allowed while onboard an ADA paratransit vehicle • Eating, or drinking, is NOT allowed while onboard an ADA paratransit

vehicle unless the customer must eat/drink to address a health condition.

• Use of alcohol or illegal drugs while riding paratransit is prohibited. • Radios, cassette or disc players are not permitted to be played aloud

while onboard an ADA paratransit vehicle. • Customers shall NOT bring explosives, flammable liquids, acids, or

other hazardous materials onboard an ADA paratransit vehicle. • Customers are responsible for securing and removing their child’s car

seat. Seriously Disruptive Behavior Seriously Disruptive Behavior is defined as: Violent, seriously disruptive, or illegal conduct; individuals who pose significant risk to the health and safety of others. Behavior by an individual that is in some way is truly disruptive to service provision and the event was both intentional and within the customer’s control as verified by the customer or their representative. Examples of Seriously Disruptive Behavior include, but not limited to: • Getting out of a seat while a paratransit vehicle is in motion. • Leaving a paratransit vehicle while it is parked to pick-up or drop-off

another customer. • Disturbing a paratransit vehicle operator while the operator is driving. • Disturbing other customers. • Refusing to wear a seatbelt or refusing to exit the vehicle. • Violent behavior. • Physically or verbally threatening vehicle operator or other

customers.

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• Engaging in conduct or activity that is a danger to the customer, other customers, or the driver.

• Smoking onboard a paratransit vehicle. • Damaging or destroying vehicle equipment. Notification Letters are sent to customers with complete details about seriously disruptive behavior incidents, information on how to appeal a specific seriously disruptive behavior incident, the appeal process and their rights including the right to be heard in person and the provision of free transportation to and from the appeal. The appeal process will be conducted by administrators who were not involved in the original determination of the seriously disruptive behavior so they may be objective. Customers may request an appeal of a seriously disruptive behavior service suspension by letter, email, or telephone within 30 days of the date suspension notification by contacting VTA ACCESS Paratransit. VTA ACCESS Paratransit may recommend that a customer travel with a PCA to assist the customer control his or her disruptive behaviors. To Appeal a Seriously Disruptive Behavior Suspension Contact us at: Address: 3331 N. First St. San Jose, CA 95134 Email: paratransit@vta.org Phone: (408) 321-2380 If needed, VTA ACCESS Paratransit Supervisor will assist a customer to submit an appeal of a seriously disruptive behavior service suspension.

VTA ACCESS PARATRANSIT CUSTOMER SERVICE

Service Satisfaction VTA ACCESS Paratransit is committed to providing all riders with convenient and reliable transportation service. Each customer is important and we encourage customer to provide us with feedback so we can provide you with quality service. There is a formal complaint process for customers to use if they are not satisfied with any service they receive or request. Customers may submit a complaint, compliment, or suggestion regarding any aspect of VTA ACCESS Paratransit’ s services by contacting

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VTA Customer Service at (408) 321-2300, (408) 321-2330 (TTY). You are welcome to visit us online at http://www.vta.org/feedback to fill out a feedback form, and you will be provided a reference number by email to help you track you request. Complaints about Paratransit Service Customers should file a complaint any time that the service is not satisfactory, safe, or secure. Complaints must be filed with VTA ACCESS Paratransit. Complaints may be filed in writing or by telephone by calling VTA ACCESS Paratransit. Complaints may also be emailed to customerservice@ta.org To assist with the investigation, complaints should be made as soon as possible. When filing a complaint, customers will be asked for the following information: • Customer paratransit identification number; • Exact date and time of the trip; • Description of the incident; and, • Address of the pick-up location or destination. All complaints are taken seriously and every effort is made to resolve complaints in a timely manner. Tracking numbers are assigned to each compliant received by VTA ACCESS Paratransit and are provided to customers for their future reference. A complete description of the complaint process and how to appeal any resolution if unsatisfactory is available at www.vta.org. If a customer believes that VTA ACCESS Paratransit has not responded appropriately to a complaint, customers may call VTA Customer Services Department at (408) 321-2300, or TTY (408) 321-2330 for assistance. Compliments about Paratransit Service If any staff paratransit service staff has been particularly helpful, or has gone out of their way to offer assistance, contact VTA ACCESS Paratransit so a notice of commendation can be issued. Compliments may also be made emailed to paratransit@vta.org or may call VTA Customer Services Department at (408) 321-2300, or TTY (408) 321-2330.

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VTA ACCESSIBLE BUS AND LIGHT RAIL SERVICES

VTA ACCESS Paratransit customers are encouraged to take trips by bus and light rail whenever they are able. The paratransit photo ID card waives the VTA bus and light rail services fares. The card is not honored on Highway 17 Express, Dumbarton Express, ACE or Caltrain services. The paratransit photo ID card is available upon request. If the card has a Personal Care Attendant icon on its upper right corner, a PCA may accompany the customer on VTA bus and light rail without charge. Customers can obtain a paratransit photo ID card by emailing a picture/headshot with their name and date of birth to paratransit@vta.org, or by mailing this information to VTA ACCESS Paratransit Services at 3331 N. First Street, San Jose, CA 95134. Simply present the paratransit photo ID card to VTA Coach Operators upon boarding VTA buses, or present it to any VTA Light Rail Fare Inspector upon request. (Not valid on Highway 17 Express, Dumbarton Express, ACE, Caltrain, or Sports service.) You may not allow anyone else to use your VTA ACCESS Paratransit Photo ID card. Please note that fraudulent use of the Photo ID card can lead to suspension from VTA ACCESS Paratransit services and possible prosecution. Mobility Device Securement All mobility devices must be secured on VTA buses. VTA also recommends, but does not require, the use of lap belts and shoulder harnesses.

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VTA Customer Service VTA Customer Service is available weekdays from 6:00 AM to 7:00 PM, and Saturdays/Holidays from 7:30 AM to 4:00 PM. (Closed Sundays, Thanksgiving, Christmas, and New Year’s Day.) VTA's automated phone system provides reservation information 24 hours a day, seven days a week in English, Spanish, and Vietnamese. VTA Customer Service Assistance Telephone Numbers

Bus & Light Rail Route and Schedule Information (408) 321-2300 Information for all Toll Areas (800) 894-9908 TTY number (408) 321-2330 Online Information

Website: www.vta.org E-mail: customer.service@vta.org Regional Transportation Information is available by calling 511. TTY users can access 511 telephone information by dialing the national 711 number for access to Telecommunication Relay Services (TRS). Title VI Title VI of the 1964 Civil Rights Act requires that “No person in the United States shall, on the grounds of race, color, or national origin be excluded from participation in, be denied benefits of, or be subjected to discrimination under any program or activity receiving federal financial assistance”. VTA ACCESS Paratransit have adopted policies that promote equal access and quality service to all our customers. Any person with a disability who believes that he/she has been discriminated against in any of VTA’s transportation services is encouraged to contact VTA’s Office of Civil Rights at (408) 952-8901 or (408) 321-2330 (TTY) for assistance or to file a complaint.

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VTA’s Civil Rights Complaint and Grievance Procedure information is available at:

www.vta.org/about-us/title-vi/title-vi-complaint-process VTA’s ADA Paratransit Complaint and Grievance Procedure information and form are available at: • Public Notice

www.vta.org/getting-around/paratransit/ada-notice-to-the-public • ADA Grievance Process and Complaint Form

www.vta.org/getting-around/paratransit/ada-grievance Contacting the Federal Transit Administration VTA, and their customers or ADA paratransit eligibility applicants are responsible for addressing service and Civil Rights concerns at the local level first. If a customer or eligibility applicant feels that VTA ACCESS Paratransit or VTA has failed to comply with the federal ADA paratransit regulations in regards to any aspect of its paratransit service program, the customer or applicant may contact the Federal Transit Administration’s Office of Civil Rights at the following address, telephone number, or website: Federal Transit Administration Office of Civil Rights Attention: Complaint Team East Building, 5th Floor – TCR 1200 New Jersey Ave., SE Washington, DC 20590 1-888-446-4511 www.fta.dot.gov

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